ServiceNow Certified Implementation Specialist – Customer Service Management — Question 32

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Answer options

• A. Escalate a case on the add-m panel of Outlook
• B. Register the sender of an email as contact
• C. As the Microsoft Outlook user, register yourself as self-contributor
• D. Create cases using email content in Outlook for the customer contact

Correct answer: B, D

Explanation

The correct answers, B and D, highlight functionalities that allow users to log contacts and create cases directly from email content. Options A and C do not represent the primary features of the Microsoft Outlook add-in, as escalating a case or self-registration as a contributor are not supported capabilities.